yale lock offline for months

[breezen]

The lock has been offline for almost a year with sporadic hour to day long periods where it will just happen to start working, then with no warning will go down again. I have run through all the troubleshooting steps to include factory reset. I get it connected to the connect and it is immediately down. This has been happening on the pixel 6 and 7, my phone and my wife's.

[janthadeus]

Hi breezen,

Thanks for reaching out. I’m sorry to hear that and for the delayed response here. No worries, we’ll check this out — a few questions: what’s the status light of your Nest Connect? How far is your Nest x Yale Lock and Connect from the router? Are the batteries of your lock fresh and standard AA alkaline batteries? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

Here are some troubleshooting steps you can try:

• Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
• Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
• Restart the Connect: 
  • Plug Connect into a power outlet. 
  • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
• Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
• Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency. 
• Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
• If all else fails, factory reset your lock. Then, re add it to your Nest app.

Let me know how it goes.
 

Thanks,

JT

[breezen]

Status light is green. Distance between lock and connect is about 6 ft and the wireless access point is about 15 feet further, never have a connection issue with the connect and wifi. Batteries are good and using the 2.4GHz. 

I have power cycled the lock then done a factory reset on it. Have done the same to the connect.

The lock has been connected now for almost 3 days, a record. I was able to get the following info from the settings.

Model Nets x Yale Lock-1.1

Software version: 1.2-7

fw-lock: 2.1.1

fw-voice: 2.1.13

all the data entries : 1.2.9

[janthadeus]

Hey there,

Thanks for the update — please keep monitoring your device and give us a shout if anything comes up. 

Best,

JT

[janthadeus]

Hello there,

It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Cheers,

JT